Interactive voice response (IVR)

IVR software is a user-friendly and cost-effective way to manage incoming calls and tackle customer requests in an efficient manner.. Definition of Interactive voice response (IVR)

Interactive voice response (IVR)  is a phone system that intakes and routes calls based on touch tone input or voice commands. 

Interactive voice response is used for intelligent routing and is useful when you need to connect your customers to the right agent. Most services customers call about are within a programmable set of options. IVR systems can take your customers’ input and accurately send them where their problems can be best resolved. 


More IVR resources:

Cloud IVR System For Call Centers | Contact Center IVR Software (livevox.com)

With 40+ IVR modules available, you can easily configure self-service options across the entire customer journey and streamline workflow creation with simplified drag-and-drop modules.

IVR Alternative: How to Use SMS (livevox.com)

By interacting with menu options in your IVR, customers are presented with the quickest possible route to resolving their issue. You can configure any number of different support SMS messages to be triggered with the click of button, or use the standard instructional audio snippets to prompt them to self-serve within the IVR or be taken out of the call queue entirely to wait for a callback.

Chatbots & Differences from IVR and Virtual Agents | LiveVox

The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads.

IVR Alternative: How to Use SMS (livevox.com)

Any well-designed IVR system will be optimized to eliminate waiting on hold — by all accounts the most egregious offense to the customer experience — and either present self-service options or define a time when agents will be available to offer their services.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.